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Is it true that the more freebies , discounts and refunds u provide to customers ultimately it would affect the profitability bottom line . Or is it the other way round in the long run. Is it true that these benefits should be provided very sparingly?
In my opinion it is not, discount is the tool to catch customer and can be used to attract back retractor class of customers.
From my experience it always pays off in the long run to be fair. If the customer is inconvenienced, compensate! Its important to get the facts and understand when to provide benefits sparingly and when to say NO
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